A Gurgaon resident, Ratnendu Ray faced a horrific incident while getting off the plane after reaching his destination. The Gurgaon passenger was on an IndiGo flight from Chennai to Delhi. While deboarding the Indigo flight on August 14, he broke his ankle on the ramp, as it was wet due to rain outside. He shared his ‘harrowing’ ordeal on social media and warned others about the airline’s alleged negligence in providing safe boarding and deboarding procedures.
Ratnendu Ray shared how his ankle was shattered when he fell while deboarding the IndiGo flight
The injured passenger took to the social media platform, X, and recounted how on reaching Delhi’s T2, the IndiGo passengers were not provided with an aerobridge. Instead, they were asked to deboard using the ramps, despite wet weather conditions. He said,
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“On Aug 14 early morning I landed in Delhi’s T2 on an IndiGo flight from Chennai. As is most common with them, no aerobridge was given, and instead they asked everyone to deboard using their ramps”
He added,
“Halfway down the ramp, my right foot suddenly slipped on a moist patch”
The fall shattered his left ankle, with a visibly dislocated bone. He shared a photo of his swollen leg describing the excruciating pain and the immediate help he got from a fellow passenger.
He continued the thread mentioning,
“The foot was completely bent and the pain was absolutely excruciating. I was helped down by another passenger. This is my foot at the airport”
The Gurgaon resident said that he found proof of other passengers getting injured by slippery ramps and blamed the airline for using them to avoid the costs related to aerobridges. He wrote,
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“So, please please be extra careful on IndiGo’s ramps and pray they put some lights along the surface of the ramp, remove rubber mats and don’t avoid aerobridges”
10/n ..and that people falling on Indigo’s ramps is a recurring thing, with newspaper articles on the matter as well! Someone also posted on LinkedIn about a fall on steep & wet Indigo ramp.https://t.co/62ssMvB7vt pic.twitter.com/hCBetYPttF
— ratnendu ray (@ratnenduray) December 4, 2024
Ray said he registered a complaint on the AirSewa portal and received a response from IndiGo
He said that the airlines added insult to his grave injury,
“This is where Indigo decided to add insult to my injury with their response”
According to Ray, Indigo denied that the ramp was wet and slippery, indicating that the accident was a result of his own carelessness. He said,
“They essentially implied I must be the idiot who can’t walk down ramps since no one else fell that day”
5/n While I was in the hospital recovering from the surgery, I lodged a complaint on the airsewa portal. This is where Indigo decided to add insult to my injury with their response. Both logic and basics of responsibility to customers about to take a hit.
— ratnendu ray (@ratnenduray) December 4, 2024
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Ray said the airline refused to offer compensation even though his surgery and hospitalization cost him a lot. He stated,
“I have been unable to walk since mid Aug, with potential full recovery at least a year away. I now have a plate and bunch of screws in my right ankle, depend on a walker for limited mobility, two ugly surgery scars, & physiotherapy routine”
7/n In response Indigo customer service basically said (i am paraphrasing):
i. ramp wasn’t wet that could cause me to slip – implying I’m making it up or must have imagined the little damp patches
ii. I must be the idiot who can’t walk down ramps as no one else fell that day😐 pic.twitter.com/buEvFdmsEk— ratnendu ray (@ratnenduray) December 4, 2024
Here is the whole thread
My harrowing tale with @IndiGo6E , so that others can be careful. 1/n
On Aug 14 early morning I landed in Delhi’s T2 on an Indigo flight from Chennai. As is most common with them, no aerobridge was given, and instead they asked everyone to deboard using their ramps.
— ratnendu ray (@ratnenduray) December 4, 2024
IndiGo Responded to the Passenger
The airline denied the passenger’s claims, and claimed the the ramp to be “dry and on perfect working condition, being used by numerous other passengers without any issue reported.”
The statement released by IndiGo read,
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“We deeply regret the inconvenience experienced by our customer during his travel last August. Our ground staff offered immediate support and helped the customer with medical attention. Notwithstanding this fact, as gesture of goodwill, we shared a full refund of the air ticket shortly after the incident, which was swiftly accepted by the customer”
Here is how netizens reacted to this viral thread
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